MB-910: Microsoft Dynamics 365 Fundamentals Customer Engagement Apps (CRM) Part 4
Question #: 151
Topic #: 1
HOTSPOT –
A company implements cases in Dynamics 365 Customer Service.
You need to select the features that meet the requirements for a case.
Which feature should you use for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: A
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Question #: 152
Topic #: 1
HOTSPOT –
A company implements cases in Dynamics 365 Customer Service.
You need to select the features that meet the requirements for a case.
Which feature should you use for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: B
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Question #: 153
Topic #: 1
HOTSPOT –
A company implements cases in Dynamics 365 Customer Service.
You need to select the features that meet the requirements for a case.
Which feature should you use for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: C
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Question #: 154
Topic #: 1
HOTSPOT –
A company implements cases in Dynamics 365 Customer Service.
You need to select the features that meet the requirements for a case.
Which feature should you use for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: C
———————————————————————-
Question #: 155
Topic #: 1
HOTSPOT –
A company implements cases in Dynamics 365 Customer Service.
You need to select the features that meet the requirements for a case.
Which feature should you use for each requirement? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: A
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Question #: 156
Topic #: 1
HOTSPOT –
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: B
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Question #: 157
Topic #: 1
HOTSPOT –
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: C
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Question #: 158
Topic #: 1
HOTSPOT –
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: C
———————————————————————-
Question #: 159
Topic #: 1
HOTSPOT –
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: A
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Question #: 160
Topic #: 1
HOTSPOT –
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: D
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Question #: 161
Topic #: 1
Customers submit suggestions, questions, and cases to a company by using the following channels:
✑ Submitting a case in a customer service portal.
✑ Emailing a support mailbox.
✑ Calling a telephone number.
The company has two departments. Each department has a defined list of agents. The company distributes all submissions to the correct department.
You need to show the agents how the submissions are stored.
Which format is used for the submissions?
A. Work orders
B. Queues
C. Work items
D. Activities
Selected Answer: D
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Question #: 162
Topic #: 1
Customers submit suggestions, questions, and cases to a company by using the following channels:
✑ Submitting a case in a customer service portal.
✑ Emailing a support mailbox.
✑ Calling a telephone number.
The company has two departments. Each department has a defined list of agents. The company distributes all submissions to the correct department.
You need to show the agents how the submissions are stored.
Which format is used for the submissions?
A. Work orders
B. Queues
C. Work items
D. Activities
Selected Answer: A
———————————————————————-
Question #: 163
Topic #: 1
Customers submit suggestions, questions, and cases to a company by using the following channels:
✑ Submitting a case in a customer service portal.
✑ Emailing a support mailbox.
✑ Calling a telephone number.
The company has two departments. Each department has a defined list of agents. The company distributes all submissions to the correct department.
You need to show the agents how the submissions are stored.
Which format is used for the submissions?
A. Work orders
B. Queues
C. Work items
D. Activities
Selected Answer: C
———————————————————————-
Question #: 164
Topic #: 1
Customers submit suggestions, questions, and cases to a company by using the following channels:
✑ Submitting a case in a customer service portal.
✑ Emailing a support mailbox.
✑ Calling a telephone number.
The company has two departments. Each department has a defined list of agents. The company distributes all submissions to the correct department.
You need to show the agents how the submissions are stored.
Which format is used for the submissions?
A. Work orders
B. Queues
C. Work items
D. Activities
Selected Answer: C
———————————————————————-
Question #: 165
Topic #: 1
Customers submit suggestions, questions, and cases to a company by using the following channels:
✑ Submitting a case in a customer service portal.
✑ Emailing a support mailbox.
✑ Calling a telephone number.
The company has two departments. Each department has a defined list of agents. The company distributes all submissions to the correct department.
You need to show the agents how the submissions are stored.
Which format is used for the submissions?
A. Work orders
B. Queues
C. Work items
D. Activities
Selected Answer: C
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Question #: 166
Topic #: 1
A company is using Dynamics 365 Customer Service for case management.
The company must use entitlements to enforce limitations on customer ticket creation.
You need to design the entitlement terms.
Which two metrics should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Number of hours
B. Hours of service
C. Number of cases
D. Initial response time
Selected Answer: AC
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Question #: 167
Topic #: 1
A company is using Dynamics 365 Customer Service for case management.
The company must use entitlements to enforce limitations on customer ticket creation.
You need to design the entitlement terms.
Which two metrics should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Number of hours
B. Hours of service
C. Number of cases
D. Initial response time
Selected Answer: AC
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Question #: 168
Topic #: 1
A company is using Dynamics 365 Customer Service for case management.
The company must use entitlements to enforce limitations on customer ticket creation.
You need to design the entitlement terms.
Which two metrics should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Number of hours
B. Hours of service
C. Number of cases
D. Initial response time
Selected Answer: AC
———————————————————————-
Question #: 169
Topic #: 1
A company is using Dynamics 365 Customer Service for case management.
The company must use entitlements to enforce limitations on customer ticket creation.
You need to design the entitlement terms.
Which two metrics should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Number of hours
B. Hours of service
C. Number of cases
D. Initial response time
Selected Answer: AC
———————————————————————-
Question #: 170
Topic #: 1
A company is using Dynamics 365 Customer Service for case management.
The company must use entitlements to enforce limitations on customer ticket creation.
You need to design the entitlement terms.
Which two metrics should you use? Each correct answer presents a complete solution.
NOTE: Each correct selection is worth one point.
A. Number of hours
B. Hours of service
C. Number of cases
D. Initial response time
Selected Answer: AC
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Question #: 171
Topic #: 1
A company uses Dynamics 365 Field Service.
The maintenance manager wants to be able to add a list of questions to work orders to ensure that field technicians follow the same steps when servicing customer equipment.
You need to explain to the manager which features are available to meet the requirement.
Which feature should you use?
A. Connected Field Service
B. Inspections
C. Microsoft Customer Voice
D. Scheduling
Selected Answer: B
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Question #: 172
Topic #: 1
A company uses Dynamics 365 Field Service.
The maintenance manager wants to be able to add a list of questions to work orders to ensure that field technicians follow the same steps when servicing customer equipment.
You need to explain to the manager which features are available to meet the requirement.
Which feature should you use?
A. Connected Field Service
B. Inspections
C. Microsoft Customer Voice
D. Scheduling
Selected Answer: B
———————————————————————-
Question #: 173
Topic #: 1
A company uses Dynamics 365 Field Service.
The maintenance manager wants to be able to add a list of questions to work orders to ensure that field technicians follow the same steps when servicing customer equipment.
You need to explain to the manager which features are available to meet the requirement.
Which feature should you use?
A. Connected Field Service
B. Inspections
C. Microsoft Customer Voice
D. Scheduling
Selected Answer: B
———————————————————————-
Question #: 174
Topic #: 1
A company uses Dynamics 365 Field Service.
The maintenance manager wants to be able to add a list of questions to work orders to ensure that field technicians follow the same steps when servicing customer equipment.
You need to explain to the manager which features are available to meet the requirement.
Which feature should you use?
A. Connected Field Service
B. Inspections
C. Microsoft Customer Voice
D. Scheduling
Selected Answer: B
———————————————————————-
Question #: 175
Topic #: 1
A company uses Dynamics 365 Field Service.
The maintenance manager wants to be able to add a list of questions to work orders to ensure that field technicians follow the same steps when servicing customer equipment.
You need to explain to the manager which features are available to meet the requirement.
Which feature should you use?
A. Connected Field Service
B. Inspections
C. Microsoft Customer Voice
D. Scheduling
Selected Answer: B
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Question #: 176
Topic #: 1
HOTSPOT –
A company uses Dynamics 365 Field Service. The company plans to use built-in scheduling functionality.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: C
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Question #: 177
Topic #: 1
HOTSPOT –
A company uses Dynamics 365 Field Service. The company plans to use built-in scheduling functionality.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: D
———————————————————————-
Question #: 178
Topic #: 1
HOTSPOT –
A company uses Dynamics 365 Field Service. The company plans to use built-in scheduling functionality.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: C
———————————————————————-
Question #: 179
Topic #: 1
HOTSPOT –
A company uses Dynamics 365 Field Service. The company plans to use built-in scheduling functionality.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: A
———————————————————————-
Question #: 180
Topic #: 1
HOTSPOT –
A company uses Dynamics 365 Field Service. The company plans to use built-in scheduling functionality.
For each of the following statements, select Yes if the statement is true. Otherwise, select No.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: B
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Question #: 181
Topic #: 1
You use Dynamics 365 Field Service.
Each time a customer contacts a call center to request service, you plan to send a technician to the customer’s location. You receive a service request and create a work order.
You need to identify the next step in the process.
What should you do next?
A. Adjust inventory values.
B. Schedule and dispatch the work order.
C. Generate an invoice.
D. Review and close the work order.
Selected Answer: B
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Question #: 182
Topic #: 1
You use Dynamics 365 Field Service.
Each time a customer contacts a call center to request service, you plan to send a technician to the customer’s location. You receive a service request and create a work order.
You need to identify the next step in the process.
What should you do next?
A. Adjust inventory values.
B. Schedule and dispatch the work order.
C. Generate an invoice.
D. Review and close the work order.
Selected Answer: B
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Question #: 183
Topic #: 1
You use Dynamics 365 Field Service.
Each time a customer contacts a call center to request service, you plan to send a technician to the customer’s location. You receive a service request and create a work order.
You need to identify the next step in the process.
What should you do next?
A. Adjust inventory values.
B. Schedule and dispatch the work order.
C. Generate an invoice.
D. Review and close the work order.
Selected Answer: B
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Question #: 184
Topic #: 1
You use Dynamics 365 Field Service.
Each time a customer contacts a call center to request service, you plan to send a technician to the customer’s location. You receive a service request and create a work order.
You need to identify the next step in the process.
What should you do next?
A. Adjust inventory values.
B. Schedule and dispatch the work order.
C. Generate an invoice.
D. Review and close the work order.
Selected Answer: B
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Question #: 185
Topic #: 1
You use Dynamics 365 Field Service.
Each time a customer contacts a call center to request service, you plan to send a technician to the customer’s location. You receive a service request and create a work order.
You need to identify the next step in the process.
What should you do next?
A. Adjust inventory values.
B. Schedule and dispatch the work order.
C. Generate an invoice.
D. Review and close the work order.
Selected Answer: B
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Question #: 186
Topic #: 1
HOTSPOT –
A cable installation company is implementing Dynamics 365.
You need to recommend Dynamics 365 applications for the company.
Which app should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: A
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Question #: 187
Topic #: 1
HOTSPOT –
A cable installation company is implementing Dynamics 365.
You need to recommend Dynamics 365 applications for the company.
Which app should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: A
———————————————————————-
Question #: 188
Topic #: 1
HOTSPOT –
A cable installation company is implementing Dynamics 365.
You need to recommend Dynamics 365 applications for the company.
Which app should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: D
———————————————————————-
Question #: 189
Topic #: 1
HOTSPOT –
A cable installation company is implementing Dynamics 365.
You need to recommend Dynamics 365 applications for the company.
Which app should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: D
———————————————————————-
Question #: 190
Topic #: 1
HOTSPOT –
A cable installation company is implementing Dynamics 365.
You need to recommend Dynamics 365 applications for the company.
Which app should you recommend? To answer, select the appropriate options in the answer area.
NOTE: Each correct selection is worth one point.
Hot Area:
No answers
Selected Answer: D
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Question #: 191
Topic #: 1
A company uses Dynamics 365 Field Service.
You create a work order from a case. A field service administrator schedules the work order.
A technician arrives at the site of the work order and is ready to begin work on time.
What is the status of the work order?
A. Open ג€” In progress
B. Open ג€” Unscheduled
C. Traveling
D. Open ג€” Scheduled
Selected Answer: A
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Question #: 192
Topic #: 1
A company uses Dynamics 365 Field Service.
You create a work order from a case. A field service administrator schedules the work order.
A technician arrives at the site of the work order and is ready to begin work on time.
What is the status of the work order?
A. Open ג€” In progress
B. Open ג€” Unscheduled
C. Traveling
D. Open ג€” Scheduled
Selected Answer: A
———————————————————————-
Question #: 193
Topic #: 1
A company uses Dynamics 365 Field Service.
You create a work order from a case. A field service administrator schedules the work order.
A technician arrives at the site of the work order and is ready to begin work on time.
What is the status of the work order?
A. Open ג€” In progress
B. Open ג€” Unscheduled
C. Traveling
D. Open ג€” Scheduled
Selected Answer: A
———————————————————————-
Question #: 194
Topic #: 1
A company uses Dynamics 365 Field Service.
You create a work order from a case. A field service administrator schedules the work order.
A technician arrives at the site of the work order and is ready to begin work on time.
What is the status of the work order?
A. Open ג€” In progress
B. Open ג€” Unscheduled
C. Traveling
D. Open ג€” Scheduled
Selected Answer: A
———————————————————————-
Question #: 195
Topic #: 1
A company uses Dynamics 365 Field Service.
You create a work order from a case. A field service administrator schedules the work order.
A technician arrives at the site of the work order and is ready to begin work on time.
What is the status of the work order?
A. Open ג€” In progress
B. Open ג€” Unscheduled
C. Traveling
D. Open ג€” Scheduled
Selected Answer: A
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Question #: 196
Topic #: 1
HOTSPOT –
A company calibrates and services medical equipment for customers across the United States. The company employs a large number of service technicians.
The company often does not assign service jobs to the technician that is geographically closest to the customer.
The company wants to use location auditing in Dynamics 365 Field Service to display each technician’s location on a map.
You enable location tracking.
Where should you navigate to see the technician locations on a map? To answer, select the appropriate option in the answer area.
Hot Area:
No answers
Selected Answer: A
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Question #: 197
Topic #: 1
HOTSPOT –
A company calibrates and services medical equipment for customers across the United States. The company employs a large number of service technicians.
The company often does not assign service jobs to the technician that is geographically closest to the customer.
The company wants to use location auditing in Dynamics 365 Field Service to display each technician’s location on a map.
You enable location tracking.
Where should you navigate to see the technician locations on a map? To answer, select the appropriate option in the answer area.
Hot Area:
No answers
Selected Answer: B
———————————————————————-
Question #: 198
Topic #: 1
HOTSPOT –
A company calibrates and services medical equipment for customers across the United States. The company employs a large number of service technicians.
The company often does not assign service jobs to the technician that is geographically closest to the customer.
The company wants to use location auditing in Dynamics 365 Field Service to display each technician’s location on a map.
You enable location tracking.
Where should you navigate to see the technician locations on a map? To answer, select the appropriate option in the answer area.
Hot Area:
No answers
Selected Answer: D
———————————————————————-
Question #: 199
Topic #: 1
HOTSPOT –
A company calibrates and services medical equipment for customers across the United States. The company employs a large number of service technicians.
The company often does not assign service jobs to the technician that is geographically closest to the customer.
The company wants to use location auditing in Dynamics 365 Field Service to display each technician’s location on a map.
You enable location tracking.
Where should you navigate to see the technician locations on a map? To answer, select the appropriate option in the answer area.
Hot Area:
No answers
Selected Answer: B
———————————————————————-
Question #: 200
Topic #: 1
HOTSPOT –
A company calibrates and services medical equipment for customers across the United States. The company employs a large number of service technicians.
The company often does not assign service jobs to the technician that is geographically closest to the customer.
The company wants to use location auditing in Dynamics 365 Field Service to display each technician’s location on a map.
You enable location tracking.
Where should you navigate to see the technician locations on a map? To answer, select the appropriate option in the answer area.
Hot Area:
No answers
Selected Answer: B
